Job Description

The Position

We are looking for a highly skilled individual who is passionate about providing world-class customer service & technical support to Genentech end users at the South San Francisco campus.

The Opportunity:

As an Onsite Support IT Workplace Services Professional, you will assist with organic walk-ups and pre-booked appointments at our 5 IT Bar locations, Lab & Supply Chain Enablement support for personnel in business-critical environments, and Digital Media & Events support. You will also have the opportunity to contribute to innovative work on global agile products & proactively solve and/or prevent complex issues.

• Troubleshoot multiple computer platforms and hardware/software, including but not limited to: Windows, MacOS, iOS devices, tablets, desktops, laptops, etc. This also includes supporting hundreds of enterprise and departmental applications.
• Provide resolutions to technical problems of varying scope and complexity related to a multitude of services and environments. This includes general IT user support, AV support for events, and technical support in labs, manufacturing spaces, and warehouses.
• Act as a digital enabler for our business & core functions, as well as an owner of the digital employee experience for the SSF site. You will be a first point of escalation for a number of business critical groups & manage the relationship with these stakeholders with tact, diplomacy, and professionalism.
• Drive employee productivity through consultancy, ensure a personalized Roche employee experience, drive adoption of standard workplace tools, and participate in global/regional/local projects in collaboration with agile product teams.
• Create, resolve, and close incidents/requests within allocated timelines. Assist with IT hardware lifecycle management & deskside support processes/managed services for the site.

Who You Are

• You hold a Bachelor’s degree in an IT discipline and 2+ years of relevant experience or equivalent work experience (4+ years) in relevant positions.
• You thrive under pressure and are skilled at providing on-demand technical support in a complex, fast-paced, user-facing environment. You have experience with walk-up IT support, deskside support, lab and manufacturing support at a BioTech company, AV and event support, and virtual assistance to remote users.
• You have a strong understanding of lab environments, GxP, and system validation procedures. You maintain a deep connection to the site and have a robust understanding of the environment and relevant business context.
• You are passionate about innovation, achieving results, and initiating process improvements. You have strong organizational and multi-tasking skills and the ability to prioritize tasks among many competing requests.
• You have outstanding customer service and interpersonal skills and communicate clearly with technical and non-technical audiences (both verbally and in writing) via a variety of channels.

Relocation assistance is not available for this position.

This is an onsite position (you must be willing to work onsite).

The expected salary range for this position, based on the primary location of California, is $80,400-$149,200. Actual pay will be determined based on experience, qualifications, geographic location, and other job-related factors permitted by law. A discretionary annual bonus may be available based on individual and Company performance. This position also qualifies for the benefits detailed at the link provided below.

Genentech is an equal opportunity employer, and we embrace the increasingly diverse world around us. Genentech prohibits unlawful discrimination based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin or ancestry, age, disability, marital status and veteran status.

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